Marketing - VoC case study

  Robinhood is interested in better understanding points of friction in the customer journey. We’re thinking about piloting a “Voice of Customer” survey program which solicits feedback from our customers after they’ve called in and connected with us through our agents. You have been asked to develop a document, roadmap and dashboard that will be shared with stakeholders for how we should develop this program. The dashboard and roadmap will be shared broadly whereas the document will be a write up for the Head of Customer Experience. CASE STUDY: You will be developing preliminary material to share with the Head of Customer Experience and our agents. The goal is to lay the groundwork for the Voice of the Customer Program. You have been asked to: • Deliver a 1 page document that outlines the approach the Voice of the Customer program • A roadmap that outlines the steps required to implement the program • And a dashboard that will be used by senior leadership and our agents Deliverable A: 1 Pager Write a 1 page document that outlines your approach to setting up such a program. The document should address the following questions: a. How would you approach setting up such a program? b. What are the big milestones in this program? c. What are potential impediments? d. How do we determine whether this program is a success? e. What questions should we include in the survey and why? f. What other collateral would you include as part of this project?